Joule UK Reviews 

Good luck getting any response to after-sales questions!

I received an update from Trustpilot (only 2 years after posting the above), asking for 'extra information'.

I have no idea what I asked - but I do know I never received a reply.

Issues with multiple leaks from day 1 of moving into the property have been an ongoing issue with the developer who tried to resolve them. I finally got in touch with Joules to try and get it sorted because the system is over 12 months and has no service history they refused to touch it. Despite

1. Issues occurred well before any annual service was required
2. All the engineers they recommended either didn't reply or said they will not service.

**INSTALLERS** may be interested to read about our terrible experience with JOULE UK. We are a small plumbing company. One of our customers paid a local builders merchant for a Joule UK manufactured ThermaQ 1200x450 indirect copper cylinder. We duly installed it for him. Within approximately 3 weeks of install he noticed a small weep to the side of the cold feed inlet flange where it had been brazed onto the cylinder body. He contacted us and we visited to inspect it. It was indeed leaking from the cylinder itself in the area that the customer had described, albeit a small leak. Joule UK have their own service engineers but choose not to send them out to issues under warranty with copper cylinders, for what reasons, they have not made clear. Feeling a duty of care to carry out the replacement cylinder work for the customer as he still had water leaking on to his floor, we emailed Joule UK with our terms for payment including the associated labour costs, in advance. They replied by return agreeing to pay the said amount and provided a PO number for the invoice - no information was given around any terms or conditions they may have for us carrying out this work. Bear in mind, prior to this Joule had been given all the customer and cylinder details along with a series of photographs taken by the customer clearly showing the leak and the installation. After carrying out the work and submitting the invoice we did not receive the agreed payment so began to chase them. Their accounts payable had no knowledge of our invoice. It was only when we asked to escalate it to a manager, that the Customer Support Manager told us that without exception, they must have the cylinder back and test it first (by themselves note, not an independent tester). Although we complained about this, including directly to the Managing Director, they stuck to their company line. Now we can see why. It took much chasing just to get them to collect the faulty cylinder from the builders merchant (3 weeks). Once back with their testing department they claim they carried out "various" tests (2 to be precise). After nearly 5 weeks and a ridiculous amount of emails, they declared no fault/leak found and refused to settle our invoice. We were in the process of starting legal proceedings to recover the money along with costs when they decided to retest and finally confirmed the leak. They are now going to pay for our labour costs.